Italian Speaking Quality Assurance Specialist

Há 1 mês


Braga, Braga, Portugal Astrea Recruitment Tempo inteiro

At Astrea Recruitment, we're dedicated to transforming the job search process into a supportive and inspiring journey. With 17 years of experience in the recruitment field, we're proud to have achieved excellence. For one of our clients, a global IT services and consulting company, we're seeking a reliable and experienced individual for the role of Italian Speaking Quality Assurance Specialist. In this position, your primary goal will be to enhance service quality and improve sales performance through detailed analysis, feedback, and coaching.

Key Responsibilities:
  • Conduct monthly quality audits of agent transactions
  • Provide timely and constructive feedback to agents and team managers
  • Create and distribute Quality Assurance reports to stakeholders
  • Analyze results and recommend training or process improvements
  • Participate in client and internal meetings on quality processes and improvements
  • Lead or participate in monthly calibration sessions with stakeholders
  • Offer side-by-side coaching to improve agent performance
  • Maintain quality assurance metrics and manage other coaching assignments as needed

Requirements:

  • Fluency in Italian and English
  • 1+ year of experience in Quality Assurance
  • 1+ year of sales experience (outbound, upselling, cross-selling, telemarketing, etc.)
  • Strong understanding of sales processes and best practices
  • Proficiency in quality monitoring tools and CRM software
  • Excellent analytical, communication, and problem-solving skills

Our client offers:

  • Attractive salary and additional paid annual leave days
  • Standard working time (Monday to Friday 09:00-18:00h)
  • Premium health and dental insurance
  • Food vouchers and Multisport card for gym and fitness
  • Special occasion bonuses and flexi vouchers worth 180 BGN/month
  • Office massage and fresh fruit in the office and employee support program
  • Professional certification opportunities and career counseling and development support

If you're confident in your skills and believe you're the perfect fit, we encourage you to share your detailed resume in English. Rest assured that we'll reach out promptly to candidates whose profiles closely match our requirements. Your privacy is of utmost importance to us, and all your information is safeguarded in compliance with the regulations of the Commission for the Protection of Personal Data (reg. No 1809).



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